The Technology Dilemma

The first machine capable of recording telephone conversations was invented in 1898. The first device that could be considered an “answering machine” was invented in 1935, and the first machine that could answer a phone call and perform tasks based on touch-tone responses was invented in 1983. It took 105 years to go from the groundbreaking phone call by Alexander Graham Bell to being able to complete calls with only one live person interacting.

In the years since, practicality, fiscal benefits, and customer demand have led to virtually every company of any significant size adopting either partially or fully automated answering services. This splurge in technology has brought about an interesting scenario. With every company having the option of using automated answering services, actually using them doesn’t make any one organization stand out greatly. To complicate matters further, unlike with most other technologies, consumers seem to be at odds with whether they prefer to navigate through an automated system or want to speak to an actual person. With this is mind, companies must choose whether they want the convenience of an automated system or the personal touch of a real person representing their brand.

Bryce Koonts, Leanna Marshall, Julius Roberts, Leslie Tyler

3 thoughts on “The Technology Dilemma

  1. The topic of this blog is definitely a dilemma because there are pros and cons to each aspect of this type of technology. Sometimes people are so confused by a product that they need to speak to a real person, but on the other hand, sometimes speaking to the company is the last thing the customer wants to do. Specifically when the brand has a reputation for being helpful in assisting customers, like Apple, customers may want to speak with a representative because they are known for being helpful. However with a brand that is more unknown and not as well rounded in all customer service departments, it may be better to have a navigated system. Overall, the circumstance can determine what consumers prefer.

  2. I hate calling a customer service line and dealing with the press 1 for this and 2 for this. It is so much worse with the voice technology now. When you call you are supposed to be able to just tell them what you want. Then if it is correct you press 1 if it is not correct you press 2. They can never understand what you are saying so you have to hit 2 and try it again. It is such a waste of time!

  3. It is my opinion that there is no dilemma as to weather or not to use technology to answer and respond to a customers call. If given a choice, person to person contact is preferable. In a time when unemployment is at an all time high, it might prove prudent to provide a personal approach to your customers and make it a marketing point that you care about the economy and hire to help the cause.

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